Transcript Document

Chapter 4
Reservations
Managing Front Office Operations
Eighth Edition
(333TXT or 333CIN)
© 2009, Educational Institute
Competencies for
Reservations
1. Discuss the sales dimension of the reservations
process, outline the different types of reservations,
and describe reservation inquiries and their
distribution channels.
2. Describe the process of taking group reservations
and discuss group reservation issues.
3. Identify the tools managers use to track and control
reservations availability, and discuss the
reservation record.
© 2009, Educational Institute
(continued)
1
Competencies for
Reservations
(continued)
4. Describe policies and procedures surrounding the
confirmation, modification, and cancellation of
different types of reservations.
5. Explain the function of typical reservation reports,
and summarize other reservation considerations.
© 2009, Educational Institute
2
Guaranteed Reservations
•
•
•
•
•
Prepayment
Credit and debit cards
Advance deposit
Voucher/miscellaneous charge order (MCO)
Corporate
© 2009, Educational Institute
3
Distribution Channels
•
•
•
•
•
•
© 2009, Educational Institute
Property reservations department
Central reservations systems
Cluster reservations office
Global distribution systems
Intersell agencies
Internet distribution systems
4
Property-Direct Reservations
•
•
•
•
•
•
© 2009, Educational Institute
Telephone
Mail
Property website
Property-to-property
Faxes
Other sources
5
Central Reservations Systems
Affiliate reservation network (hotel chains)
Non-affiliate reservation network
The Leading Hotels of the World
Preferred Hotels & Resorts Worldwide
Distinguished Hotels
© 2009, Educational Institute
6
Global Distribution Systems
•
•
•
•
© 2009, Educational Institute
SABRE
Galileo International
Amadeus
WorldSpan
7
Reservation Record
•
•
•
•
•
Guest name
Home/billing address
Telephone number
Company name and
number (if
appropriate)
Name of person
making reservation
© 2009, Educational Institute
•
•
•
•
•
•
Number in party
Arrival date and time
Number of nights
Type of reservation
Special requirements
Additional
information, as needed
8
Typical Reservation Reports
•
•
•
•
•
© 2009, Educational Institute
Reservation transactions report
Commission agent report
Regrets and denials report
Revenue forecast report
Expected arrival and departure lists
9
Other Reservation Considerations
•
•
•
•
© 2009, Educational Institute
Legal implications
Waiting lists
Promotional packages
Potential reservation problems
10
Potential Reservation Problems
•
•
•
•
Errors in reservation record
Misunderstandings due to industry jargon
Miscommunication with central reservations system
Online reservation failures
© 2009, Educational Institute
11